Professional Documents
Culture Documents
Scenario
Your CIO orders your boss to a meeting and your boss decides to send you! A great opportunity for your career, but also a possible set back if you are unprepared. The topic of the meeting is IT service management.and you dont know a thing!
What is ITSM?
ITSM is a set of guidelines for different aspects of best-practice data management. Split into two groups and eleven disciplines. The two groups inside of ITSM are Service Delivery and Service Support.
Overview
Service Delivery
IT Financial Management Capacity Management Availability Management IT Continuity Management Service Level Management
Change Management Release Management Problem Management Incident Management Configuration Management Service Desk
Service Support
Financial Management
Financial Management includes budgeting, accounting, and charging for IT services being delivered to the customers. Budgeting and accounting involves understanding the costs of providing various services Financial Management ensures that any IT service proposed is justified from a budget point of view. Allows IT departments to function as a business unit. Allows customers to demand a value for their money.
Financial Management
The discipline of ensuring the IT infrastructure is obtained at the most effective price
Not necessarily the cheapest!
Calculating the costs of providing the service so the organization can justify the costs of its IT services
Costs can then be recovered from the customer of the service
Costs can also be divided into direct and indirect costs, and can be capital costs or ongoing costs.
Availability Management
Main goal is to ensure the IT services are available to users when they need them. Availability is usually calculated and reported as a percentage of the agreed service hours for which the service was available.
Availability Management
Measuring availability:
Agreement statistics what is included within the agreed service Availability agreed service times, response times Help Desk Calls number of incidents raised, response times, resolution times Capacity performance timings for online transactions, report production, numbers of users, etc. Costing Details charges for the service, and any penalties should service levels not be met.
Availability Management
Calculating availability:
Serviceability when a service is provided by a 3rd party, this is the expected availability of those components Reliability how long a component can be expected to perform under certain conditions without failing Recoverability how long it should take to restore a component back to its normal state after a failure Maintainability how easy a component can be maintained, which can be both corrective or preventative Resilience the ability to withstand failure Security the ability of components to withstand breaches of security
Capacity Management
Includes planning, sizing, and controlling service solution capacity to satisfy user demands. This requires a collection of information about usage scenarios and patterns as well as stated performance requirements.
Capacity Management
Inputs:
Performance monitoring Workload monitoring Application sizing Resource forecasting Demand forecasting Modeling
Path:
RFCs should go through multiple checks and must pass some final decision making point, CAB or manager. All RFCs should be subjected to a routine scrutiny. Good project management
Path:
Proper Release Management means to organize a way of controlling and monitoring distribution of software, often by creating a single point of storage for all software. For internal software this also means creating a logical store to track releases, and store previous versions of software. Create a standardized process for implementing software.
Review
Service Delivery
IT Financial Management Capacity Management Availability Management IT Continuity Management Service Level Management
Service Support
Change Management Release Management Problem Management Incident Management Configuration Management Service Desk
Things to remember
ITSM is the use of in-depth management techniques used to add value to IT! Many companies miss this added value by not capitalizing on ITSM. IT is a manageable business! Not just a bunch of computer geeks writing code! View your career with this framework and you will be more prepared when you end up in a management level meeting!